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Manual notification of enduser convert as attach doc

Question asked by subbaraomahendrakar.1 on Jan 4, 2017
Latest reply on Jan 13, 2017 by Michael Mueller


When have enabled 'Attach Doc' notification

we want to send this 'Attach doc' notificaiton only to analyst only when enduser tries to attach something to the ticket via interface.

Because when analyst send manual notification to enduser of the ticket and when a user replies to an email it becomes a log comment and also the email which end user replies to the analyst manaul notifcaiton converting as attachment by system genereated ahd and attaching the end user reply which replied from manaul notification of analyst to attachment section and in turn the same is capturing under ticket activity log as 'attach doc' by system ahd genereated'

Due to this we are getting two notification one is for log comment and one is for attach doc activity type.

to prevent this does any one have idea on how to prevent converstion of enduser reply to attach doc